Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased two puppies on this website, the website states beneath each puppy that they are vaccinated, dewormed, etc. already, right before we were supposed topick them up. All of a sudden we got a text message and the text started to become broken in English, stating that the dogs had worms and theycould not be picked up for at least two weeks. I asked for the veterinarians name or the practice name and got no response. I called Good Dog. they did not assist in any type of refund they did not vet this person to make sure they are legitimate breeder and all of a sudden on the website eight more puppies popped up and theyre allstock photos. Any time I would ask for a photo or video I would be told the person was at work. And then I wouldnt get a response anytime the deposit and both puppies were paid for all I got was a received text. These dogs are also on other websites and one of the pictures she sent me. The dogs appeared to be drinking from the mother and theyshould have been weaned. As soon as the money was paid, I never heard another thing from this breeder except that the dogs cannot be picked up. I called Good Dog and there was no resolution. One website says she lives in *************. The other website says **********************. Those are two completely different places that are hours away from each other. Then after all of this, the dogs all of a sudden say they went home and I dont have any puppies and I am not getting these puppies accordingto her so how did they go home? Also, she has the same dog, one of which I paid for ******* on the website twice with two different names. I know Pomeranians and markings are very distinctive.

  Business Response

  Date: 07/14/2025

  Hi ******,

  
  Thank you for reaching out. Were glad that our team has been able to support you through this situation, including working with the breeder on your behalf to reach a resolution. Were happy to hear that your breeder has provided you with a refund. 

  
  We're so sorry to hear that this wasn't the right match for you. We genuinely wish you all the best as you continue your search for your perfect pup. 

  
  --The Good Dog Team
  

  
  

  Customer Answer

  Date: 07/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  We had to chase down both the breeder as well as Good Dog in order to get any form of refund, including researching the fake breeder as well as getting bits and pieces refunded at different times and having multiple phone calls as well as text messages through Good Dog back-and-forth. These puppies never existed and were fraudulently advertised. This person has still been able to advertise on this website and they have not removed her and she continues to add puppies upon puppies. Im concerned for other people safety being in the same situation that we were and thank God we had enough sense to dispute our credit cards and pay with credit cards instead of debit cards or Zelle or Venmo, and that I had enough sense to call Good Dog. Even though I was told I would get phone calls back at certain times and never receive them. I feel like I had to chase after them to provide good business practices as well as make the situation correct I feel like they should be refunding way more than what Was given since we were already attached to these animals having just grieved the loss of a pet. This is ridiculous. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** *******
  
  
  
  
   
  

• Initial Complaint

  Date:05/27/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed a down payment for a potential puppy based on inaccurate information from a seller's post on the God Dog website. This company doesn't have sufficient contact information to resolve the issues I encountered with the seller. The $15 Good Dog Protection and Support Fee is a joke considering there is no available phone number and/or email to reach out to anyone from this company. Also, the fact that this company's invoice states my payment was used for dog food/supplies and not listed as a down payment is criminal. In addition, the seller was unprofessional and wouldn't provide sufficient evidence of the potential dog's parents' *** registration when requested.

  Business Response

  Date: 05/28/2025

  Hi *******,
  Thank you for reaching out. Were glad to see that our team has already been able to connect with you via email on April 11th and 14th to learn more about your experience, and answer any questions you may have about the non-refundable deposit you made to this breeder. We can confirm that the payment you completed was for a deposit not dog food or supplies and you can always reference the confirmation email you received from us upon completion for more details, in addition to our contact information. 
  Were always here to help, so if you have any other questions, feel free to reply back to one of the emails we sent to you in April or reach out to our team anytime by emailing *****************************************************. 
  Warmly,
  The Good Dog Team
  

  Customer Answer

  Date: 05/28/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  When I received the confirmation email of my deposit, it did show as a deposit. However, when I received my bank statement, this amount did not show up as a deposit but as an invoice from Good Dog as pet store/food&supplies. Good Dog has not responded to my evidence of the corresponding seller ******* - 4Js Cajun Kennel - who has posted conflicting information. As provided from my evidence, the seller has posted that the dog of interest was a pet only puppy that didnt come with papers but I can reach out to her if I wanted it. Please refer to her post and the pictures of the conversation I had with her. In addition, I requested the seller to provide me evidence of the dogs parents *** registration which she has refused to give me a full picture for me to confirm the *** registration numbers. How can a company allow a seller to post inconsistent information on your site and let him or her keep a deposit? What is the purpose and terms of the $15 protection fee when it is difficult to reach out to the company? The fact this companys response is I can reach out to them via email tells you everything about this company. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* *******
  
  
  
  
   
  

  Business Response

  Date: 06/02/2025

  Hi ********

  
  Thank you for reaching out again. 

  
  Regarding the transaction description you're seeing, that reflects our Merchant Category Code (Pet Shops, Pet Foods and Supplies Stores), which is the standard classification used by credit card processors for all transactions with our platform. This is simply how credit card companies categorize our business type it doesn't change the nature of your specific transaction, which was a deposit payment as detailed in your confirmation email.

  
  We understand you're still waiting to receive the *** registration paperwork from the breeder. While we haven't heard back from you since our response last week, we wanted to reiterate that if you do reach out to us, someone from our team would be happy to work with you and can even contact the breeder on your behalf to help resolve this matter.

  
  Please don't hesitate to contact us at ***************************** if you have any other questions or would like our assistance in following up with the breeder.

  
  Warmly,
   The Good Dog Team
  

  
  

• Initial Complaint

  Date:05/08/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In March 2025, I engaged with the platform Good Dog in an attempt of purchasing a dog. After reviewing much of the info on the website, it was determined the company [Good Dog] required much information from its breeders to ensure the puppy's health and authenticity. In late March, I engaged with a breeder via Good Dog and proceeded to begin the purchasing process with with the breeder. The breeder had provided documentation via platform that the parents of the intended puppy maintained good genetics via genetic documentation. Upon payment of $2500 - alongside additional payment to "secure the payment" via Good Dog protection program - I drove 800 miles to retrieve the puppy from the breeder. Upon pick up, the dog experienced multiple health complications - including but not limited to - worms, gastrointestinal infection, and hospitalization due to constant vomiting. Upon vet examination the puppy was determined not be of sound quality as promised by the breeder. Presently, the breeder refuses to return any messages and the company Good Dog does not return the text messages, phone calls, or emails that have been sent - as this is the only contact information provided by the company.

  Business Response

  Date: 05/12/2025

  Hi ********,

  
  Thank you for reaching out. Were glad to know that a member of our Care team was able to previously support you through this situation, including reaching out to the breeder on your behalf. 

  
  As our team shared with you via email on April 24th, based upon information you shared with us, we understand that you were able to reach a resolution with the breeder, and received a $1,500 refund from her, which represents the full amount you paid for the pup and requested to be refunded. 

  
  As our records indicate, you requested that we delete your Good Dog account on April 27th, which has limited our ability to continue offering support. In our confirmation of your account deletion, we did note that you can always reach out to us with additional questions or concerns, though we haven't received any further communication from you to date. 

  
  We hope this answers your remaining questions, and continue to wish you the best. 

  
  Warmly,
  The Good Dog Team
  

  
  

• Initial Complaint

  Date:05/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My son and I co-own a Cream Fluffy French Bulldog. We are trying to add the dog to our shared business name profile Cloverhill Companions. We have been denied a profile based on a picture of a Fawn Ticked dog (who they incorrectly believe is *****) that was viewed on a ******** page that has nothing to do with the issue at hand. We were also declined because I myself would not be raising the puppies on my property, I would only be the spokes person for the sale contacts. That premise is the most obsurd thing I have ever heard and also highly discriminatory. My son, participates in a very conservative religious culture. He does not drive, he does not have a cell phone, he does not have a computer. Good Dog is denying him access to an advertising platform because he needs someone else to make and manage customer contacts. As for the quality of whelping and raising the puppies, we literally live across the yard from each other, who's house/property they are raised on should have no bearing as to this issue. I have tried several times to speak to a human being, but no one will return calls. I get AI canned and created email responses that are ambiguous and unclear. One moment they are say no way, they next they are offering hope if I complete more genetic testing to prove the Fluffy Frenchie is not ***** and does not carry *****. I could have already proven those facts, but they won't allow me to submit my full Embark Panel results as their decision was based on a ******** The long and short of it, Good Dog is discriminating against my son for holding true to his religious beliefs. We want the ability to present our high quality Dam, supported by her current Embark results and not be judged by a misunderstood picture on a FB page that has nothing to do with this.

  Business Response

  Date: 05/12/2025

  Hi ****,
  Thank you for reaching out. Were glad to know that our team has already been able to connect with you and share more information about our Community Standards and how they apply to individual breeding programs, specifically our policies regarding ***** coloration in certain breeds. We want to clarify that our assessment was not made in reference to the Cream Fluffy French Bulldog that you co-own, and that after careful review, our decision is final in line with our ***** policy. 

  
  While we understand that our decision regarding adding French Bulldogs to your profile is disappointing, were happy to clarify that youre still approved on Good Dog for Cavalier **** ******* Spaniels and Golden Retrievers. 

  
  As mentioned in our previous communications, all programs recognized on Good Dog must meet our Community Standards, Good Breeder Code of Ethics, and Policies, which you can review at any time using the links below. These standards are in place to support responsible breeding practices across all programs featured on our platform.
  -************************************************************
  -***********************************************************
  -*****************************************************************************************

  
  We hope this answers your remaining questions, but if you have any further questions about our Standards or policies, please continue reaching out to us! 

  
  Warmly, 
  Good Dog Team
  

  
  

  Customer Answer

  Date: 05/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your decision was made based on viewing a picture of a dog that has nothing to do with this situation. The dog you viewed is not even *****, she is Fawned Ticked as indicated on her AKC paperwork.  Therefore, your ***** policy does not apply in this situation. Other than the Fluffy Cream Frenchie we dont own or breed them. You are making uneducated decisions about the breeds you supposedly protect. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **** *********
  
  
  
  
   
  

  Business Response

  Date: 06/03/2025

  Hi ****,

  
  Thank you for reaching out again. We understand that on August 12th, 2024, you sent an email to our team letting them know that your Fawn-Ticked dam carries a ***** allele. We really appreciate your transparency here, but as our team shared with you, regardless of a dogs appearance, any breeding dog who has a copy of the ***** **** has the ability to produce ***** puppies. 

  
  This means that we are unable to recognize your program for French Bulldogs, in line with our ***** Policy: *************************************************************************************************************

  We appreciate you taking the time to share your feedback. While we're unable to change our decision at this time, we want to clarify that you remain approved on Good Dog for Cavalier **** ******* Spaniels and Golden Retrievers. Thank you for your understanding. We genuinely appreciate your partnership. 

  
  -The Good Dog Team
  

  
  

• Initial Complaint

  Date:04/15/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Description:I was a verified breeder on Good Dogs platform for over two years. I raised healthy, family-raised puppies in a safe, clean environment. I followed their breeder code of ethics and was proud to be part of a platform that claimed to support responsible breeding.Unfortunately, my experience ended with no communication, unfair treatment, and a complete lack of support when I needed it most.After one buyer complaint, my account was placed on hold. The buyer waited over a month to take the puppy to a vet and claimed it had a wound at pickup. I provided photos from the day the puppy left showing no injuries and reminded Good Dog the buyer agreed to take the pup to the vet within 3 days, per policy.I admitted my mistake doing the vet check too early and took full accountability. I submitted updated vet records for two litters, paid for additional vet visits, and provided a signed statement from my vet confirming my care practices.Then I was ghosted. I sent multiple follow-ups and never got a final decision. I wasnt told if I could reapply, appeal, or what my status was. As a breeder who followed the rules and corrected my mistake, this was disheartening especially seeing other breeders with little to no transparency still active.Good Dog says they support ethical breeders and improvement, but I was punished for being transparent and proactive. I wasnt asking for a pass just fairness.?Desired Resolution:A written decision on my account status and a fair opportunity to reapply or appeal based on the steps Ive taken to comply. Im asking for communication, transparency, and a chance to keep doing what I love responsibly

  Business Response

  Date: 04/15/2025

  Hi ******,

  
  Thank you for reaching out. Were glad that a member of our team has already been able to work through this with you and share more information about our Community Standards, Good Breeder Code of Ethics, and Policies, and how they may apply to your individual breeding program. 
  Our team has spoken with you via email and on the phone multiple times, including on September 24th and October 9th, to understand more about your programs setup.

  
  As they shared with you in their communications, every breeder in our community must meet or exceed our community standards, including our Breeder Code of Ethics and our minimum health testing requirements (linked below), before joining Good Dog. After breeders join Good Dog, we have routine check-ins to ensure continued compliance with these standards.
  -************************************************************
  -***********************************************************
  -***********************************************************************************************

  
  Based on the information you provided during our discussions with you, we determined that aspects of your program do not align with our current platform standards and policies. This doesn't diminish the dedication and care you have for your dogs - we certainly appreciate the passion you have for your breeding program and the dogs in your care.

  
  While we understand this is disappointing, our decision is final and there will be no further review of your program. 
  We understand that our decision is not what you were hoping for, and we truly wish you the best with your breeding program moving forward.
  

  Warmly,
  The Good Dog Team

• Initial Complaint

  Date:04/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a breeder in good dog for about 5 years now. I have successfully placed several puppies with no issues. 1 puppy that was recently purchased had hip dysplasia although being the ethical breeder that we are and tried to abide by our contract, the puppy buyer filed a complaint with good dog they I sold them an in health tested puppy with hip dysplasia. Good dog asked me to provide proof of health ******* which I did all is registered on *** website. clearly I sold 20+ puppies with no other issues. From this one dam and I was scrutinized to get vet certificates. No reproductive vet checks to see if heath ******* is performed on the dogs they mate, they actually speak to only the health of the dog at time of breeding. I provided the required letters and good dog was still not satisfied and completely cut me off of the site. I cannot call, compliance does not return my calls and I dont only have one girl I breed yet health test and register all my adults. I also reported several other breeders listed on their site that are not health ******* and they have yet to remove them 45 days later.Not quite sure why I am being discriminated against for 1 puppy buyer that does not know how to properly care for a dog and didnt even use their site for payment. Maybe good dog should have stepped in and assisted to check on the safety of the pet that I have had to take legal course of action to be able to get my puppy back to the breeder and back to being cared for properly.

  Business Response

  Date: 04/07/2025

  Hi *********,

  
  Thank you for reaching out. Were glad that a member of our Compliance Team has already been able to work through this with you and share more information about our Community Standards, Good Breeder Code of Ethics, and Policies, and how they may apply to your individual breeding program. 
  As they mentioned, every breeder in our community must pass our screening process and meet or exceed our community standards, including our Breeder Code of Ethics and our minimum health testing requirements (linked below), before joining Good Dog. After breeders join Good Dog, we have routine check-ins to ensure continued compliance with these standards.

  
  -************************************************************
  -***********************************************************
  -***********************************************************************************************

  
  We take upholding our standards and policies incredibly seriously, and can assure you that our Compliance Team conducted a thorough review to ensure our standards and policies are applied consistently and fairly. 

  
  As part of this process, our team requested specific documentation regarding one of your program's breeding dogs. Unfortunately, since we haven't received the requested documentation in accordance with our standard procedures, we are unable to recognize your program at this time. 

  
  We apologize that this is not the outcome you were hoping for, but we continue to wish you all the best. 

  
  Kind Regards,
  The Good Dog Compliance Team

  
  

  Customer Answer

  Date: 04/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I have attached my doctor references from both primary doctor and reproductive doctor.  Along with a clarification letter and I was told by the compliance department that it needed to be on the specific form.  There is NO doctor that reviews OFA, hips, required testing for all breeds available prior to breeding.  I also provided health record of the one dam along with the lineage and that had NO health issues in grandparents on both side.  Yet, I also emailed several other breeders that are not registering their results on OFA and sent links with proofs and such.  They are still listed on your website and I am clearly being discrimanted.  

  Because I had one complaint, I am being scrutinized, but Good Dog is representing to be an organization driven on health testing.  If one checks the box that they self certify, they have passed your clearances.  Although, I was clearly told that you only address any true verification process if there is a complaint.  Let it be noted that *** did not entertain the complaint, the *** parent club did not entertain the complaint, as well as the local regional club.  Not only that, but the **** opened and closed the case because the puppy buyer did not want to return the puppy to the breeder, which was a requirement in the contract.  

  Therefore, good dog should be a bit more supportive of reputable ethical and preservation breeders that are doing the correct thing instead of discrimaniting on a technicallity of someone who DID NOT provide all the information to Good Dog.  Please either reinstate my account or remove all  the other breeders that are NOT HEALTH testing a certifying with a check box, should not be sufficient if I am being asked of doctor documentation to provide the proof of good health of my dog.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ********* *******
  
  
  
  
   
  

  Customer Answer

  Date: 04/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  As stated in my email response, no doctor will complete the form as your guidelines state.  I spoke my 2 repro vets along with 4 other repro vets that said it is upsurd.  You do not look at 1 dog in a breeding program that may or may not have a genetic hip dysplasia (because accidents can occure which did).  You look at a total of 3-4 generations to see if breeding stock is healthy and eligible for breeding.  Also, your company still has yet to remove other breeders that "self certify" their health status by checking a box on an application.  ************ was given a list detailed information to investigate and you have not.  This is called discrimination and you are not abiding by your standards as you state you do. 

  After having 50+ puppies and only 1 complaint (primarily due to puppy buyer not knowing how to properly care for the puppy) you shut down my account for one dam that will no longer be breed is a bit frustrating.  ************ has an amazing program with the exception that not each breeder is actually vetted and checked with legal documentation such as health certificates and registrations from OFA.  Therefore, you are only removing breeders if complaints are being made directly to your organization.  The source and root should start at the begining not after a complaint and much less after only 1 complaint.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ********* *******
  
  
  
  
   
  

  Business Response

  Date: 05/02/2025

  Hi *********,

  
  Thank you for reaching out again. We appreciate that youve taken the time to speak to your vet about this. Unfortunately, in a situation like this one, we do require that documentation to ensure consistent application of our standards across all breeders in our community. 

  
  Unless that documentation can be provided, weve reached our final decision regarding your programs status based on the information available to us. As noted in our April 16th email to you, you are welcome to reapply to join our community on September 6th, 2025. We would genuinely welcome the opportunity to reconsider your application at that time.

  
  Separately, we also want to assure you that all breeders are screened (************************************************************) before joining Good Dog, and we regularly review breeders' programs to confirm continued compliance with our standards. This screening process is applied consistently to maintain the integrity of our community.

  
  We understand this isn't the news you were hoping for, but we continue to wish you nothing but the best.

  
  - The Good Dog Compliance Team
  

  
  

• Initial Complaint

  Date:03/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a breeder of only German shepherd dogs. I have been on the platform with GoodDog since 2021. For the last 4 years I have been a trusted & approved breeder. ALL MY BREEDING DOGS ARE AKC REGISTERED, CLEARED BY EMBARK, GENSOL OR BOTH, MICROCHIPPED, OFA CERTIFIED, receive annual exams with my certified vet & received their health clearances from my certified repro vet specialist.I reached out to my GoodDog Specialist with questions regarding formatting/ errors on the site. T***, was unable to answer any question, instead had a member from the compliance department, R***, schedule a call with me. On Friday 03/14/25 at 2:31pm CST for 18 minutes from *****************. She expressed no issue with the programs compliance. She was unable to answer my questions nor returned correspondence.I had requested the initial scheduled phone call with the purpose of future verbal correspondence in how to re word my profile & edit on the site. Not because there is an issue with policy compliance. Instead of scheduling a return call, I receive an email the following Monday morning 03/17/25 with my profile & update feed being limited/ removed & Dashboard access termination for 03/24/25 Monday 3/17 & each day following, I reached out to GoodDog via email & phone attempting to make contact with the correct party. After my call with R*** Friday afternoon, I received no response to voicemail, phone call, or text message from any team member. By Wednesday 03/19/25 I was no longer able to call the GoodDog Specialist team or any phone number associated to GoodDog. I received an email from the compliance department on 03/18 & 03/20 I responded immediately. I reviewed the links provided & responded with greater detail than the initial GoodDog application requested. It is stated on the GoodDog website POSITION STATEMENT page: If a breeder doesnt meet our community standards at first, we always offer to work with them to help them improve their practices" -I was denied the effort!

  Business Response

  Date: 03/27/2025

  Hi *****,
  Thank you for reaching out. Were glad that a member of our team has already been able to work through this with you and share more information about our Community Standards, Good Breeder Code of Ethics, and Policies, and how they may apply to your individual breeding program. 
  As they mentioned, every breeder in our community must pass our screening process and meet or exceed our community standards, including our Breeder Code of Ethics and our minimum health testing requirements (linked below), before joining Good Dog. After breeders join Good Dog, we have routine check-ins to ensure continued compliance with these standards.

  
  -************************************************************
  -***********************************************************
  -***********************************************************************************************

  
  We understand our team has also discussed our Litter Policy with you. To clarify: when puppies are not owned by you or whelped and raised outside of a breeders home, even if it is in a relatives, a co-owner or co-breeder's home, we have little visibility into their care and the environment they are born into. In accordance with our Litter Policy, such litters cannot be listed on Good Dog Breeders' Profile Pages, because understanding the care and environment of puppies has always been and continues to be a core component of Good Dogs Community Standards. 

  
  We apologize that this is not the outcome you were hoping for, but we continue to wish you all the best. 

  
  Kind Regards,
  The Good Dog Compliance Team
  

  
  

  Customer Answer

  Date: 04/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  Hello compliance team, a member of your team has NOT been able to work through this with me and did NOT discuss how they may apply to MY breeding program. 
  
  You are mistaken in your message to me, your team has NOT discussed the Litter Policy problem with MY program.

  In your BBB response you stated:  To clarify: when puppies are not owned by you or whelped and raised outside of a breeders home, even if it is in a relatives, a co-owner or co-breeder's home, we have little visibility into their care and the environment they are born into. In accordance with our Litter Policy, such litters cannot be listed on Good Dog Breeders' Profile Pages, because understanding the care and environment of puppies has always been and continues to be a core component of Good Dogs Community Standards. 
  
  NEVER in the history of MY program has a litter of puppies been BORN AND WHELPED anywhere but HERE. As this is your only reference to a violation, what is the basis for your information? I can easily prove where EVERY puppy is born. Each litter is fully recorded with videos, pictures, and time stamped. I am happy to prove all details, what is the compliance departments proof of this allegation?! 
  
  Most importantly, your statement is entirely misleading. I have been denied communication and NOT been granted the opportunity to work with any member of any department. 
  
  A quote taken directly from GoodDogs Position Statement: Despite these incredible contributions to the world, breeders are still maligned, threatened, and pushed out of breeding due to misinformed anti-breeder propaganda and harmful, overreaching legislation. Even your statement page recognizes the issue of misinformation. Incorrect information is being used and this issue is simply being ignored. 
  
  There are multiple places on the Gooddog website that state Gooddog holds the importance of communication in high regards. Those statements are nothing but false advertising and misleads potential breeders on the quality of service they will receive! 
  
  This is a solum example of a complete lack of investigative effort and an absence of accountability in communication on the part of the compliance department at Gooddog. 
  
  You want all the work, effort, and education in the world to be provided by a breeder. I simply ask to speak with a competent team member! 
   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** ******
   
  

  Business Response

  Date: 04/14/2025

  Hi *****,

  
  Thank you for reaching out again, and sharing your feedback regarding your experience with our Compliance team. 
  We understand that our decision is not what you were hoping for, and we recognize your frustration. While we respect your passion for your breeding program and the care you provide to your dogs, we want to clarify a few points.

  
  Our team has spoken with you on the phone multiple times, including on March 13th and March 18th, as we genuinely valued discussing your program's setup directly with you. During these conversations, you shared important details about your breeding practices that helped inform our assessment.

  
  Based on the information you provided during our discussions, we determined that aspects of your program do not align with our current platform standards and policies. This doesn't diminish the dedication and care you have for your dogs - we certainly appreciate the passion you have for your breeding program and the dogs in your care.

  
  While we understand this is disappointing, we truly wish you the best with your breeding program moving forward.

  
  -The Good Dog Team
  

  
  

  Customer Answer

  Date: 04/29/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Hello Good Dog Team, 

   

  Thank you for taking the time to clarify on your interpretation of the conversation which occurred. The issue I bring forth is one of miscommunication. I initially requested the scheduled call because I had questions regarding formatting on the site. The scheduled call was on Friday March 14th, not Thursday the 13th. Furthermore on the 18th, I did not speak to any member of the compliance department team. I called my assigned specialist who said he was no longer able to speak to me per Good Dog policy, therefore I was only able to leave a request for a call. I was not called back. 

   

  The notes by which you have gained your information are misinformed. The specialist I spoke to not only made mistakes in her emails with me, but was not fully invested with her attention to our conversation during our phone call. The issue of miscommunication and misinformation was initiated there. I have not spoken to anyone from GoodDog since then. It was also the same representative who reviewed the information I provided by email, if she was satisfied in her misunderstanding or lack of attention to detail, there is not an alternative source to fact-check her subsequent actions. Because of the representatives lack of attention and/or misunderstanding and the lack of alternate fact checking methods, the information she chose to write is believed by you or any reader to be accurate information when it is in fact not accurate information whatsoever. 

   

  I provided all information requested via email and would be happy to speak to anyone else by any method to clarify on these details. I will state that no member of Good Dog has attempted to request information by email or to contact me by phone since I last communicated with her or since I submitted my complaint. The only violation mentioned by a Good Dog team member thus far, is that of the litter policy. According to the accusation by the Good Dog ********************* team member, she has reported my program of having puppies born and whelped in other locations. I absolutely did not state any subject matter remotely close to that statement during my conversation with the Good Dog compliance team member. The accusation is highly unrelated to the topic we discussed and completely false. 

   

  Upon request, I can prove where every litter is whelped. For the sake of being made clear, I will reiterate that there is no proof of, nor did I tell that individual, that any litter was ever whelped anywhere else but at my location. By every means available, I have attempted to clarify this issue with each contact made with Good Dog. I am informing Good Dog of the issue in Good Dogs fact-checking and the error taken against my account. 

   

  I have attached a dated and time stamped screenshot of my call on March 14th with the compliance department representative so that you can update your records. 

   

  Best regards

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** ******
  
  
  
  
   
  

• Initial Complaint

  Date:03/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a dachshund through a local breeder using this app. Everything was great. When I was finalizing the purchase with the breeder, she showed me how to deny their very predatory OPTIONAL protection charge. It was a lot of hoops and utterly ridiculous, but we got it done. I look at my bank statement this morning and they had charged it as a separate charge without my permission and dont even have that receipt on the app! Absolutely ridiculous! I disputed it with my bank since there is no contact information for this company. Absolutely predatory ripping off us and the charging the breeders crazy fees.

  Business Response

  Date: 03/21/2025

  Hi ******,
  Thank you for bringing this to our attention. Were happy to confirm that a member of our Care team has reached out to you today via email and text to resolve this issue. It appears you were recently refunded by a breeder and your fees didn't automatically refund with the payment.
  We apologize for any inconvenience and frustration and have manually refunded the fees for you.

  
  Your fee refund has been successfully processed. The refunded amount of $194.96, which includes the Payment Protection & Support fee and the credit card processing fee, has been returned to your original payment method.

  
  Please note that it may take 5-7 business days for the refunded amount to reflect in your account, depending on your financial institution.
  In case its helpful, you can reach back out to us anytime at ***************************** or by texting/calling ************

  
  Warmly,
  The Good Dog Team
  

  
  

• Initial Complaint

  Date:03/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a dog from Good Dog on December 5, 2024. I spoke at length with the breeder, ****** with Santiam Doxies, and it was NEVER disclosed that the dog wasnt potty trained. The dog I received caused upwards of $2,000 in damages. Not to mention the $1,000 paid to fly to pick her up and $700 ($660 plus $40 in vet bills that were not updated) for three dog. I was fined by my HOA for her incessant barking. I contacted the owner, even showing her videos of her barking. She ended up blocking me on Good Dog after requesting she take the dog back. The dog is very sweet but it was never disclosed she wasnt socialized, potty trained or would bark at everything and be called a noise nuisance by my elderly next door neighbor.

  Business Response

  Date: 03/19/2025

  Hi *******,

  
  Thank you for reaching out. We sincerely regret that you felt your experience was not positive, but were glad to know that a member of our Care team has already been able to work through this with you.

  
  We recognize that the transition period for a new dog can be demanding and that dogs often need time to adjust to their new environments. 
  We understand that you ultimately decided to make the difficult decision to rehome the dog with a family friend of yours, but still hoped for a refund from your breeder. As our Care team shared with you, breeders on Good Dog set their own return and refund policies. We understand the breeder clarified that the policies you agreed to when deciding to work with them, do not include refunds unless there is a congenital health issue. Since this is not the case, they have confirmed they are not able to offer a refund.

  
  We genuinely appreciate you sharing your experience with us, and we wish you all the best moving forward. 

  
  -The Good Dog Team
  

  
  

• Initial Complaint

  Date:02/18/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened an account on ******************** to try and find a dog to buy . I was only there for a couple of weeks chatting with supposed breeders . I did not find a puppy I wanted yet , many people on the site either misrepresent there dogs or dont answer . Nonetheless I feel I have the right as a consumer paying to chat with different sellers . Good dog didnt want me to chat they wanted to call me to focus me on buying a dog unless I did I was banned from use of good dog They are not an ethical legitimate site in my opinion . They make a commission off each sale of dogs from the seller and buyer . They should not be in business Its a lucrative scamming site . Another puppy mill .

  Business Response

  Date: 02/18/2025

  Hi ******,

  
  Thank you for reaching out. Were glad to see a member of our Care team has already connected with you about this situation, and was able to check in with you via email on how your puppy search is going. 

  
  As they shared with you, our system flags accounts with excessive contacts to help keep the platform safe and maintain a positive experience for all users. This flag is not intended to penalize you, but rather to ensure that our community operates in a secure and productive manner.

  
  Were glad to see that as a next step, a member of our team offered to schedule a call with you to learn more about what youre looking for, so we can better assist you with your puppy search. Please feel free to reply directly to the email we sent you on February 17th, and someone from our team will get back to you.

  
  Warmly,
  The Good Dog Team

  Customer Answer

  Date: 02/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  I should not be banned because I speak with breeders and you make a commission off this and dont care and just want money 

   

  I see absolutely no reason why your involved in my search for a dog other than money motivation 

  you have no care about dogs  just your commissions which you make off both ends 

  Your [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  * ****
  
  
  
  
   
  

  Business Response

  Date: 03/11/2025

  Hi ******,

  As our team has shared with you, when there is a certain number of contacts on our platform, our system alerts us so we can reach out to buyers directly for more assistance, and maintain a safe and maintain a positive experience for all users. This is not intended to penalize you, but rather to ensure that our community operates in a secure and productive manner.

  - As you can see from the attached screenshots, our team has made multiple efforts to connect with you on the phone, beginning on February 17th.

  - In these emails, we also let you know that our system is designed to flag accounts with an unusually high number of contacts in order to keep the platform safe and maintain a positive experience for all users. 

  - Our team's attempts to get you on the phone to help you were ignored. After multiple attempts to help you, we clearly communicated that we would put your account on hold until we could get you on the phone and help in a productive manner. 

  At this time, our team has done all that we can to assist you in your puppy search. We wish you nothing but the best.
  
  -The Good Dog Team

  Customer Answer

  Date: 03/12/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  your screen shots are fake please call me at ************

  i have called your company many times with no call back

  I also emailed your company with no response 

  I also wrote your legal department 

  you have contacted breeders and told them I am banned and you have banned me from good dog 

   

  as you know of December 2024 its illegal to sell dogs in NYS and you make a commission not only off the breeder but the buyer

   

  i am a buyer in ** so the whole thing you have going is a huge scam 

   

  if you do not rectify this I will contact the governors office and **** of agriculture 

   

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** ****